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Chapter 8. Oral and Nonverbal Communication in Medication Therapy Management

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An open stance when talking with another person includes what?

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a. Arms folded comfortably in front of you

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b. Leaning out (away), providing space

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c. Head held still

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d. Eye contact about 50% to 75% of the time

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e. Hands clasped behind the neck with elbows out

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Which of the following statements is TRUE about asking questions?

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a. "How are you doing?" (within the dominant United States culture) can best be classified as an open-ended question

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b. "How did you decide to change the time you take your medicine?" is a way to ask a "why" question without using the word "why"

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c. "Are you able to infuse it by yourself or is the visiting nurse still helping you?" is an open-ended question

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d. "Are you doing alright?" is a loaded question

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e. "Which side effect bothers you most?" is a double-barreled question

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Which of the following is FALSE about listening to a patient?

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a. Asking probing questions is a means of active listening, as it effectively conveys to the patient that you have heard him or her

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b. Empathic responses acknowledge the patient's emotional response as well as the reason for it

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c. Active listening includes summarizing or paraphrasing what a patient has just told you

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d. Reassuring the patient that everything will be fine is considered to be a "roadblock" because it can cause the patient to change what he or she is telling you

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e. Listening quietly and saying only short utterances such as "mmhmm" and "uh-huh" is considered passive listening

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What is advised when initially responding to a patient's anger?

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a. Kindly tell the person he or she needs to calm down

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b. Begin to problem solve to fix whatever is causing the anger

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c. Defend your position

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d. Empathically respond

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e. Listen quietly

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What is TRUE about using a "service script" within MTM?

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